£942m Wasted on Helpline Calls due to Broken Government Web Sites

By Gary Cutlack on at

The director of the newly launched Government Digital Service project has revealed that one in five calls to government helplines were triggered by failed attempts to use official web sites, costing the UK taxpayer nearly one billion pounds.

Mike Bracken, director of the new unified digital department, said that over a fifth of all calls to its phone helplines in the 2009/10 year came about because of failed digital transaction attempts with the government, with each call supposedly costing £6.28, on average, for a human being to rectify the situation.

The Government Digital Service has been set up specifically to get more government business conducted online, ensuring users get a better service through its sites. And hopefully saving money on hiring phoneline staff. [Telegraph]

Image credit: Helpline staff from Shutterstock